AccountId: 011433970860
ContactId: 3efab0e2-4d42-4cbf-aad8-370f96db1ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122019 ms
Total Talk Time (AGENT): 31689 ms
Total Talk Time (CUSTOMER): 24530 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/3efab0e2-4d42-4cbf-aad8-370f96db1ae7_20250528T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I, uh, file for my short term disability, but I've got a letter sent and I don't understand it, some of those.
[CUSTOMER][NEUTRAL] The words
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so you received uh information back regarding a claim that you filed uh from disability we just need clarification on that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah, I can get that pulled up and we'll take a look um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], do you have that, uh, claim number by chance? Uh, it should be on the letter that you received.
[CUSTOMER][NEUTRAL] Yeah, it's uh 0254.
[CUSTOMER][NEUTRAL] 539 5.
[AGENT][NEUTRAL] OK, I think that might be your policy number. Give me just a moment, uh, and then of course before we go any further, um, can I get a good uh.
[CUSTOMER][NEGATIVE] Well you're cutting out. I can't.
[CUSTOMER][NEGATIVE] No, I lost it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] one.